Help: Claims Supporting Documentation Requirements

All UPS claims require some form of supporting documentation. To help us successfully locate your missing package or provide a timely resolution to your package issue, we ask that you follow established guidelines when providing merchandise descriptions and photo documentation. Insufficient supporting documentation may result in delays in the processing of your claim or the denial of your claim altogether.

Note: Serial numbers make it possible to clearly identify items during a “Lost and Found” search and are required for specific types of commodities to help in locating the merchandise. Commodities include electronic items over $500.00. These commodities include, but are not limited to:

Cell phones / watches

Computers / iPads / other tablets

Cameras

Stereo systems

Garmin / other GPS systems

Printers

Drones

Gaming systems

Head phones (Beats/Bose)

Televisions

Hoverboards / Segways

Sound bars

Data tapes / hard drives

If the serial number is not provided, the investigation will be closed due to “Insufficient merchandise description”. You can reopen the investigation once the serial number is provided.

Photo Documentation Requirements

Although a physical inspection at a UPS-approved facility (location) is typically required for damage package claims, photo documentation can also be submitted, as it helps to provide a timely resolution of your damaged package claim. When submitting photo documentation for damaged package claims, we request the following seven digital pictures:

A photo of the damaged item

A photo showing the damaged merchandise, inside the original box, with all of the original cushioning (picture should show the placement of the merchandise and packaging inside the box)